Contacting support

Can’t find the answer in these docs, or think something isn’t working as it should? We’re happy to help.

By Root supports Tread’s built-in features and settings, and fixes bugs in the theme’s own code.

What’s included

• Questions about Tread’s built-in features
• Help with theme settings and setting up sections and blocks
• Fixing bugs in an unmodified copy of the theme
• Explaining what the theme can and can’t do, as described in these docs

What’s not included

• Custom code, or problems caused by changes made to the theme’s code
• Conflicts with third-party apps
• Shopify’s checkout, which is part of Shopify rather than the theme
• Shopify admin, account, payments, or store setup questions

For these, see Other help below, and we’ll point you in the right direction if you’re not sure.

How to get in touch

Send us a request with the form below, or email us at hello@byroot.co.uk.

We reply to requests in the order they arrive, within 2 working days, Monday to Friday (UK time, excluding UK bank holidays).

Where to find your store’s details

The more of these you include, the less back-and-forth there is and the faster we can help:

• Theme version — in your Shopify admin, go to Online Store → Themes. The version is shown next to the theme’s name.
• Store URL — your your-store.myshopify.com address.
• Collaborator request code — we need this to request access to your store. Find it in Settings → Users, under Collaborators.
• Preview link — if the theme isn’t published, open its ⋯ menu in Online Store → Themes, choose Preview, then Share preview and copy the link.
• What’s happening — the page it’s on, what you expected, and the steps to make it happen. Screenshots or a short screen recording help a lot. Paste a link to them, or email them to us after sending the form.

Send a request

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Name

Email

Store URL

Theme version (optional)

Collaborator request code (optional)

Preview link (optional)

What's happening?

Send request

Other help

I need help with…	Where to go	What they cover
Shopify, checkout and your account	Shopify Help Center	Available 24/7 for products, store settings, payments, domains, and checkout. Checkout is run by Shopify and isn’t controlled by the theme.
Third-party apps	The app developer’s support team	Installing an app, how it works, and conflicts with the theme. Shopify requires app developers to keep their apps working with Theme Store themes.
Custom code or theme changes	Shopify Partner Directory	Hire a Shopify expert for Liquid changes, new features, performance work, or a redesign. By Root doesn’t offer custom development.